The office, measured
Analytics answers the Monday question — how are we actually doing? — from the same record everything else writes to. A period switch (last 30 days, last 90, year to date) rescopes every chart on the page at once; nothing here is a stale export.
The KPI row leads: cases opened and resolved, SLA breaches, median first response. Export snapshot adds the current view to the annual-report payload, so December’s report is assembled from moments you already reviewed.
NOTE — WHAT THIS ISN’T
These numbers answer how the office runs, not how a campaign polls — every figure is casework and constituent service, and there’s no electioneering anywhere in them. The tab needs the casework feature and the view-cases permission, so it opens only for staff who already work the record.
Case volume & status mix
The opened-versus-resolved lines run across twelve months and show whether the office is keeping up or falling behind — two lines converging is a caseload under control, diverging is next month’s backlog forming.
Beside it, the status donut breaks open casework into its states — open, in progress, awaiting external, and the rest. A swelling “awaiting external” slice usually means one agency, not many; check Involved parties before blaming the team. A third cut — cases by intake channel — shows how constituents actually reached you: walk-in, phone, email, or the portal, and a portal slice that keeps growing is the self-service story paying off.
Keeping our promises
The SLA block is the office holding itself to its own word. Over the last 90 days it counts how many cases are open right now, how many have run past due, and the two averages that decide reputations — resolution time and first response — so “are we keeping our promises?” has a number behind it, not a feeling.
Read first response before resolution. A constituent forgives a case that takes three weeks to close if a person answered on day one; it’s the silence before the first reply that stings. When the first-response average creeps up, staff the intake, not the backlog.
Categories, depth & aging
Cases by category ranks where the work is; click into a category for its trend over the period, its depth (how many touches a case takes), and its aging — how long open cases have sat.
Aging is the honest chart. A category can look healthy on volume while quietly accumulating six-week-old cases; this is where those surface before a constituent calls the officeholder directly.
Engagement & the district map
Newsletter engagement plots open and click rates per send — the comms desk’s scoreboard — but the engagement block doesn’t stop at email: it rolls up events held, portal activity, and visitors through the door into one read on how much the district is actually leaning in, next to the casework it should be reflecting.
The district tile map lays casework over municipalities: click a town for its category mix. It is the same story as the District heatmap, told geographically — and the fastest way to see that one town’s numbers moved.